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Marchex Launches New Speech Analytics Product, Providing Actionable Intelligence from Within the Phone Call
Solution fuels analysis of inbound phone calls at scale to drive better marketing and operational strategies and increase visibility into the customer experience
The launch of Marchex Speech Analytics follows the recent release of Marchex’s Omnichannel Analytics Cloud solution in February, enabling marketers to identify which digital channels are driving inbound phone calls, and informing marketers how media spend should be allocated across site, search, social media, display and video accordingly. With the addition of Speech Analytics to Marchex’s product suite, marketers and call center teams can gain a deeper understanding of the customer experience by gathering data from calls, at scale, from beginning to end. Marchex Speech Analytics helps telesales teams obtain insights into phone conversations in ways that professionals were previously unavailable.
“Using Marchex Speech Analytics, and specifically the Lost Opportunities
Dashboard feature, we are able to quickly identify what areas of our
marketing are working,” said
Marchex Speech Analytics leverages the company’s state of the art, patent pending speech recognition and Call DNA® technology to aggregate and analyze call data. Marchex Speech Analytics includes innovative new dashboards and visual analytics to make it easier for telesales teams to discern actionable insights. While call analytics solutions have historically relied on raw data and log files that marketers must manually categorize and interpret, the data visualization features of Speech Analytics empower businesses to quickly identify opportunities for retargeting, and recognize areas for improvement. Specifically, the Marchex Speech Analytics dashboards quantify key, value added elements such as lost opportunities, high intent calls, agent script tracking, and searchable transcripts.
“Many businesses rely on phone calls to drive sales. Whether it’s a
large call center or a distributed retail operation, one of the most
persistent challenges for companies is not being able to uncover
strategic and actionable insights from those calls,” said
In addition, the Speech Analytics dashboards provide in-depth metrics on references to the business’ specific products or promotions, as well as variations in customer experience depending on the day, time and location at which a call takes place. These insights can also be used to improve conversion and customer service, by revealing missed sales opportunities from common customer experience challenges such as frustrated customers and long hold times.
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